Wouldn’t it be Great for Customers to Tell Your Story
In the past, I’ve written about “Telling Your Story.” I feel that The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver.
Probably the best customer service example is the famous Nordstrom tire story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund. We all know that Nordstrom doesn’t sell tires. If you don’t know the entire story, simply Google “Nordstrom Tire Story” and you’ll find information confirming the validity of the story.
Social Media has Changed How Customers Share Their Experiences
The traditional way to get your customer experience stories was to ask your employees to share their best customer experience examples that they created for a customer. Or a customer might write a letter to share an experience that was remarkable and memorable. Today, thanks to social media and online review sites, the customer now has a more direct voice in your “Tell Your Story” efforts.
Should You Only Depend on Positive Social Media Stories?
Sure, we hope for positive reviews on sites like Google and Facebook. But should we limit our efforts and stop there? Why leave it to chance that your customers will leave those positive comments?
Why not create a campaign that gets the customers who love you to not only share their feelings, but get some attention for themselves?
You Can Create Your Own Positive Social Media Stories
Ask your customers to create videos telling why they like to do business with you. Make it a contest with something inexpensive but useful as the prize. Your customers videos should reflect how much they love doing business with you and why. Ask them to share their favorite experience.
Encourage them to shoot their videos with their phones to keep them simple, easy and authentic. Your goal should be to coax their stories about your brands authenticity into their videos. You’re not looking for professional quality, you’re looking for authentic and real. What they send matters more if it comes from the heart.
Employees Can Create Their Own Positive Social Media Stories
Don’t just do this with your customers? Why not do it with your employees? One of my friends had a contest where small groups of employees, submitted short three-minute videos.
It was a great team building experience. After the videos were submitted, the company had a viewing party and awarded the team that created the best video. The best part, the winner was chosen by their fellow employees.
Your Customer Testimonials Convey a Powerful Positive Message
Going back to your customers, their testimonials are powerful. Putting that into a video form means additional exposure compared to just a written accolade. You should put these videos on your website and/or a YouTube channel.
Be sure to ask permission before you do so. Ask them to be honest, but to have fun with their story. I’m sure that you will be surprised by what you get. Don’t forget to also thank them with a thoughtful gift for submitting their video. Come up with a fun way to show your appreciation.
Imagine the power behind real customers sharing their story about you on video. It’s a powerful, unique and different idea.